Service Desk Analyst

Not Applicable Regular Valiant is seeking a full-time Service Desk Analyst to join our Global Excellence Team. This position is responsible for installation, updating, and support of corporate laptops, tablets, thin clients, and software applications.

The role also involves maintaining technical documentation for policies, procedures, asset management, training, and issue tracking and resolution. Primary Duties and Responsibilities : Responding to support phone calls, emails and support requests from customers. Provide telephone and online support for remote users working with Windows OS and other supported applications.

Onsite client support is often needed for the delivery of services and will be required at the manager's discretion. Assumes ownership of employee incidents and follows up on the status and communicates progress and provides consistent updates in a timely manner. Creating & Administering user accounts in Active Directory, MS 365 Admin, & Azure Ad Able to work in a team environment.

Completes assigned tasks in a timely manner. Strong communication skills; both written and spoken. Be on call during business and after hours for critical systems Use an IT ticket system, is responsible for receiving and tracking trouble tickets and requests, escalates to another team or department (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.

Support IT responsibilities for site moves and bringing new sites live Perform operating system and application package upgrades, installations, and reconfiguration in support of development and production services Configure, install and support desktop computers, laptop computers, handheld devices, monitors, portable data storage devices, and other general peripherals. This can be in person or via remote virtual assistance. Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.

Diagnose hardware and software failures, communicate the remediation plans to users and provide status updates. Track and manage the movement of IT assets (laptops, desktops, printers, Mobile devices, iPads and other peripherals.) Escalates issues in accordance with defined procedures. Maintain a professional attitude and appearance, while always providing excellent customer service, including maintaining a good work ethic and assisting other analysts when needed.

Assist in leading and coordinating response/resolution efforts for complex system problem/outages until Outage Coordinator duties are assumed by senior personnel. Coordination with security teams and management to address and prevent potential cyber threats. Maintain current professional and technical knowledge pertaining to industry standards and best practices in the field.

Creating and updating documentation for knowledge base solutions. Manager Assigned tasks Location and Compensation : The position is a remote based position with the ability to travel to Valiant locations as needed.

A final salary offer will be based on various factors, including but not limited to your qualifications, education, experience, skills, seniority, performance, and Valiant's business.

Valiant Integrated Services is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Requirements: Bachelor's Degree or equivalent work experience.

Excellent interpersonal, collaboration, and problem-solving skills, to work with all levels of employees within the organization. Strong organizational skills as to independently handle priorities to meet service levels and business requirements. Strong critical thinking skills; ability to focus and troubleshoot problems; coordinate and implement solutions.

Strong working knowledge of IT hardware (PCs, Laptops, Smartphones, etc.) Intermediate to advanced knowledge of Windows OS platforms Experience in MS Administration (Active Directory, Office 365) Solid familiarity with VOIP services as well as accessories that come with the technology. Working know-how of ticketing systems and knowledge-based sharing platforms. Other experience areas: IT Customer service experience Windows Server experience Microsoft Exchange experience Office365 Experience Microsoft certifications Microsoft Azure Intune ITIL Certification